FUNDRAISERS GUIDE TO KPIs: how to make your fundraising program more effective. Jitka Nesrstová International Fundraising Festival

Transcription

1 FUNDRAISERS GUIDE TO KPIs: how to make your fundraising program more effective Jitka Nesrstová International Fundraising Festival

2 Few words about me 13 years of professional fundraising experience (Fundraising Director at Greenpeace CZ and VIA Foundation) Since April 2015 Executive Director at Piána na ulici Co-founder of Coalition for Easy Giving and Fundraising volunteer (Nesehnutí, Hnutí DUHA, Green Party) Spreadsheets and graphs lover

3 last year we launched State of the Canadian Web Nation Report and one particular finding keeps on coming up again and again. Of the more than 500 charities we polled, only 18.99% report that they pay very close attention and are getting quite sophisticated using KPIs, benchmarks, and other goals to measure performance. That means that roughly 80% of us aren t. That is not a good thing. Holly Wagg, Measuring performance against goals and tracking KPIs occur in 80% of companies.

4 Today s agenda Key Performance Indicators: what it is and how it can help you How to design your own set of KPIs and what to do with it afterwards Examples of fundraising and engagement metrics and tools you can use

5 KPIs are quantifiable measurements of an organization s health or success. A proper set of KPIs gives you data to evaluate your major successes & failures and get the real picture of your fundraising program. When using KPIs your decisions are based more on facts than feelings

6 Why you should try it? True understanding of the fundraising process is generally low, so take a microscope and have a look on what s going on with your donors Historical data helps you better predict future If you want to grow your fundraising program you should test and then invest where return is high Your donors, EDs, Boards want to know you re effective

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10 The seven characteristics of effective KPIs Non-Financial Timely Management focus Simple Team based Significant impact Limited dark side Non-financial measures (not expressed in CZK, Euros, etc.) Measured frequently Acted upon by the senior management team All staff understand the measure and what corrective action is required Responsibility can be assigned to a team or a cluster of teams who work closely together Measure what is important for you to know, not what is nice to have They encourage appropriate action (i.e., have been tested to ensure they have a positive impact on performance, whereas poorly thought through measures can lead to dysfunctional behavior)

11 Decide what to measure Think carefully about your FR program. What are your strategic goals? Which FR processes you need to better understand to? Which KPIs would be relevant for you? Why? Are you able to periodically collect these data? From where? How? Who will do it? Prepare a definition and calculation formula for each KPI

12 Check your FR processes

13 Sample FR questions to ask yourself Is our donor base growing? Are we keeping or losing our donors? Which donors are leaving us? When are we losing them? Are new donors staying active? Are recently regained donors staying active? Are we improving the quality/initial involvement of new donors? Are donors giving us more or less? Are donors giving more frequently? Are continuing donors increasing or decreasing their involvement?

14 FR BASIC KPIs Donors growth (year over year) Gross and net income growth Average gift size growth Donor retention / attrition rates Recurring gifts percentage from all donors, from gross income FR ROI (income/costs) per program, per method

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16 Social media and website Don t focus that much on how many likes on FB you have but rather think how you can send people from social media to you website to: - sign petition - subscribe to your newsletter - donate - become volunteer etc.

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18 Engagement measures Website: traffic, sources, behavior on your web, conversion rates Social media: # of fans and followers, demographics, likes, shares, comments list: opens, click-throughs, opt-outs # of active s (interacted with you in last x months)

19 ACQUISITION New donors by method Recurring vs. One-off Nr. of donors over 25 Cost per new donor per method Average donation per method No show attrition 6 months/1st year /2nd year attrition ROI Y1, Y2, Y3

20 Lead generation & conversion Total # of sign-ups # of new sign-ups Phone capture rate on new Number contacted via phone, conversion rate conversion: delivery / open / clickthrough / conversion rate

21 Online fundraising Total funds raised online Total funds raised online by channel/program Number of new online donors: recurring, one-off Average gift Website conversion rate

22 KPIs changes with your strategy GP and face to face fundraising: Past: # of sign ups, # of new donors = focused on volume Today: additional measures = focused on quality Street face to face program max 50% of all acquisition % of new donors over 25 % of donors who are still active after 13 months

23 Few tools that help Excel and google drive Database standardized reports/querries Google analytics marketing tools that offers you reports Cyfe.com all-in-one dashboards Optimizely.com for online testing Lucidchart.com diagrams & work flows

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25 THANK YOU